Performance Compliance Lead

Any City/ State
Position Type
Regular Full-Time

Overview

Come Be Apart

 

Arise is a pioneer of on-demand customer management technology and business process outsourcing. Our powerful cloud-based platform provides a virtual nationwide network to connect primarily work-at-home service professionals running small call center businesses to companies needing contact center and other business services. Built to scale, Arise makes the way for a superior customer experience for innovative enterprises from startups to Fortune 500 companies.

 

The Performance Compliance Lead is responsible for quality, contract management and vendor relationship management for the hundreds of small independent businesses that provide services to Arise.

Responsibilities

  • Managing vendor (business partnered to take the calls) contract compliance
  • Participating in new vendor implementation
  • Ensuring that Arise achieves and exceeds all client metrics (Undisputed Top Performance™)
  • Program analysis and reporting through strong analytical reports  to illustrate  results and achievement of program metrics
  • Overseeing goal setting, monitoring of program trends
  • Participating in client meeting and calibration sessions on a daily/weekly basis
  • Developing and implementing improvement action plans that can be offered to vendors
  • Initial point of escalation on the program. Responsible for escalation tracking and resolution Manage the Performance Compliance Lead budget
  • Coordinate with Client Results Director to achieve client metrics
  • Related duties as required
  • Special projects as assigned by Client Results Director or Client Results Manager
  • Responsible for other reports, analysis or other duties as assigned

Qualifications

  • Minimum 3 years related work experience
  • Knowledge of vendor management
  • Strong Quality Assurance experience
  • Bachelor’s degree or equivalent combination of education and/or work experience
  • Ability to facilitate/conduct virtual meetings in a one-on-one and/or group setting
  • Proficient in Microsoft applications, Intermediate to advanced in Excel
  • Highly analytical
  • Excellent organizational skills and an aptitude for detail
  • Must possess excellent interpersonal, oral, and written communication skills
  • Professionalism and the ability to work well with others are extremely important, as well as the ability to maintain confidentiality of information

 

Competitive Compensation and Benefits which include:


•Health/ Dental/ Vision/ Flex Spending Benefits
•401k, Retirement
•Great PTO and Holiday Plan!
•Maternity/ Paternity Paid Leave
•Life and Disability Insurance
•Tuition Reimbursement
•Great Place to Work

 

When smart creative and passionate people get together, the results are astounding and the opportunities limitless.


Achieve your potential at Arise.


Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V

 

Next Steps

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